CUSTOMER-PORTAL-INTAKE-READY
1. Copy/paste portal intake card
Portal lead ID:
Portal/source name:
Customer name:
Business/customer account:
Best callback number:
Email:
SMS consent visible? Yes / No / Unknown
Property / job address:
Service category:
Customer-stated urgency:
Photos/files attached? Yes / No / Missing
Access notes:
Preferred appointment windows:
Warranty / membership / existing customer? Yes / No / Unknown
Portal deadline or SLA:
Current owner:
Next action:
Due time:
CRM label:
Evidence link back to portal:
Human review needed before reply? Yes / No
2. First reply templates
Portal received, needs review
Thanks — we received your request through the portal. We are reviewing the details and will follow up with the next step. If there is an urgent safety issue, please call the main office line instead of relying only on the portal message.
Missing details
Thanks for sending this over. Before we can route it correctly, could you add the best callback number, the service address, and any photos that show the issue? Once we have those details, we can assign the right next step.
Owner handoff
I am assigning this portal request to [OWNER] for review by [DUE TIME]. The current notes show [SUMMARY]. Please check the portal record before sending any price, schedule, diagnosis, warranty, or availability details.
3. AI summary prompt for internal use
Summarize this customer portal request for an internal dispatcher.
Use only the portal notes provided below.
Return: customer need, urgency, missing details, suggested CRM label, owner, due time, and a safe first-reply draft.
Do not invent consent, contact history, diagnosis, pricing, warranty coverage, availability, payment status, approval status, or portal deadlines.
If a detail is missing, write MISSING.
Portal notes:
[PASTE NOTES]
4. STOP AUTOMATION guardrails
- STOP AUTOMATION if the portal mentions safety, emergency, medical risk, gas/electrical/water shutoff, legal notice, eviction, insurance, warranty denial, refund, payment dispute, or cancellation fee.
- Do not promise arrival windows, diagnosis, price, refund, warranty coverage, or parts availability unless a human verified the source record.
- Do not move the conversation off the official portal if the customer, property manager, warranty company, or marketplace requires portal-based communication.
- Keep the original portal link or ID in the CRM note so the team can audit what was actually submitted.
5. CRM labels to reuse
portal-new-needs-ownerportal-missing-detailsportal-urgent-human-reviewportal-warranty-reviewportal-customer-repliedportal-closed-no-response
How this connects to Local Lead Rescue System
This free checklist is intentionally useful on its own. Local Lead Rescue System expands the same idea into missed-call, web-form, text, quote, callback, CRM, and reactivation workflows with copy/paste scripts and human-review rules.